Customer Service Representative

Duration:
Seasonal/Contract

Work Location:

Local to New Jersey

Pay Rate: $18.00 - monolingual

$19.00-bilingual (Eng & Span)

The Customer Service Representative (CSR) is responsible for answering inquiries from Marketplace individual consumers including but not limited to general information as well as assisting individuals and families in applying for health care coverage through the Marketplace.

• Answer incoming calls from consumers including the general public, prospective enrollees and people assisting enrollees or acting on their behalf in accordance with all performance standards, policy and procedures, and protocols including but not limited to the confidentiality and privacy policies.
• Respond effectively to all forms of inbound and outbound contacts.
• Track and document all inquiries using the applicable systems.
• Process new applications for health care coverage via the telephone including building tax household, household income, eligibility determinations, interpreting determinations made by the Marketplace, and enrollment into health plans.
• Transfer/refer consumers to appropriate entities according to the established guidelines.
• Process life event changes, demographic updates, disenrollment requests, and special enrollment periods as requested.
• Facilitate the fulfillment of caller requests for materials via mail, email, or download.
• Facilitate translation services for non-English speaking callers according to procedures.
• Escalate calls or issues to the appropriate designated staff for resolution as needed.
• Attend meetings and trainings as requested and maintain up-to-date knowledge of all programs and systems.
• Perform other duties as assigned by management.

High School Diploma, GED, or equivalent

AA or higher degree preferred.

• Minimum of 6 months experience needed.
• Strong data entry and telephone skills.
• Excellent organizational, interpersonal, written, and verbal communication skills.
• Ability to perform comfortably in a fast-paced work environment.
• Ability to successfully execute many complex tasks simultaneously.
• Ability to work as a team member, as well as independently.
• Previous experience with computers, phone systems, and headsets preferred.
• Previous experience in customer service and call center preferred.

This position requires bilingual proficiency in languages as specified.

Equal Opportunity Employer / Disabled / Protected Veterans

For temporary assignments lasting 13 weeks or longer, Apple One is pleased to offer major medical, dental, vision, 401k and any statutory sick pay where required.

• major medical
• dental
• vision
• 401k
• any statutory sick pay

We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please contact your staffing representative who will reach out to our HR team.

Apple One participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program.

We also consider for employment qualified applicants regardless of criminal histories, consistent with legal requirements, including, if applicable, the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, we will consider for employment-qualified applicants with arrest and conviction records, including, if applicable, the San Francisco Fair Chance Ordinance. For Los Angeles, CA applicants:
Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

The Know Your Rights poster is available here: https://www.eeoc.gov/sites/default/files/2023-06/22-_Know Your Rights
6.12.pdf

The pay transparency policy is available here: https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%.pdf